Inside Customer Service

JANUARY 20, 2022

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. More companies are adding a Chief Customer Officer (CCO). What does a Chief Customer Officer do?

Contact Center 130

Contact Center CX Sales Customer Experience 130

Totango

OCTOBER 12, 2022

And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. . Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Leading the charge. We can see this development in our recent survey.

Sales 110

Sales Customer Retention Innovation Customer Experience 110

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Now more than ever, the customer experience is the battleground for brand loyalty.

Contact Center 266

Contact Center CX Technology Technology 266

CommBox

OCTOBER 18, 2023

Welcome to a new era of AI customer service, where generative AI is redefining customer interactions, making them more personalized and efficient, while amplifying the human touch. AI chatbots understand customer intents and provide intuitive responses 24/7, across communications channels.

AI 98

AI Customer Service Artificial Intelligence Omnichannel 98

UJET

JUNE 9, 2020

With digital transformation and the move to the cloud more important than ever before, customer support has truly grown beyond on-premise platforms, disjointed channel support, and patchwork APIs to connect different systems. UJET has first-hand experience with helping our customers move towards cloud-native customer support.

Contact Center 96

Contact Center Omnichannel Compliance Innovation 96

Execs In The Know

MAY 10, 2021

We can all probably agree that frontline contact center agents have one of the most challenging and most important roles in an organization. They are often the face of the company, shaping customer perception from even one interaction. Supporting employees by ensuring their mental and physical wellbeing is truly a priority.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

Totango

AUGUST 14, 2020

In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. .

Voice of the Customer 155

Voice of the Customer Start-ups Sales Customer Feedback 155

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Customer Experience 94

Customer Experience Artificial Intelligence Outlook CX 94

Fonolo

JULY 7, 2020

According to the National Post , call centers are being overwhelmed by callers looking for both physical and mental health support. Your customers want a human connection. Despite the vast number of communication channels available to us, your customers crave human connection. 9 Effective Ways to Handle Call Spikes in a Crisis.

Healthcare 112

Healthcare Technology Technology 112

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

SurveySensum

FEBRUARY 27, 2024

At the heart of any successful organization lies its workforce, and the key to unlocking the full potential lies in ensuring your employee satisfaction and well-being. Because when you are satisfied, you are more engaged, productive, and likely to contribute meaningfully to the organization’s goals.

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

CX Accelerator

JULY 1, 2019

When you have a child on the Autism spectrum , you gain an unusual view of Customer Experience. A store with 5 point harness shopping carts, a sensory room, and staff members trained to recognize families that might need a bit of support as they shopped. In the blog post, The No. We created our own solutions.

Customer Experience 140

Customer Experience Customer Journey Map CX Education 140

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. So… What can companies do to improve their voice of the customer success?

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Now more than ever, the customer experience is the battleground for brand loyalty.

Contact Center 182

Contact Center CX Technology Technology 182

UJET

JUNE 3, 2020

Right now, your support team is either mostly or entirely remote. Agents can access the platform from any location and are fully capable of helping customers resolve issues. Helping to resolve customer issues is their daily focus, but they also have emails to address, reports to analyze, and meetings to attend.

Start-ups 82

Start-ups Technology Technology Customer Experience 82

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Customer service.

Touchpoint 115

Touchpoint B2B Customer Journey Map Social Media 115

ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Build Your CAB with the Right Mix of Customers.

Social Media 87

Social Media Start-ups Customer Satisfaction NPS 87

Zendesk

AUGUST 4, 2021

Because cloud computing is the norm in our distributed, digital-first world, and startups need digital-first support strategies to help them grow by gaining and retaining customers. Scaling your startup with customer service. “In How can SaaS startups ensure they’re building a customer-focused organization – and why should they?

Customer Service 98

Customer Service Social Media CX AI 98

SurveySensum

NOVEMBER 10, 2023

Let’s say you run an online small bookstore where customers order books from your store and share the book reviews. You rely heavily on email and social media for customer feedback for your bookstore. It’s a time-consuming process, and often you miss important messages or suggestions from your customers.

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Social Media Start-ups 52

Customer Bliss

JUNE 8, 2020

Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. In your experience, what’s been your biggest challenge regarding disruption to the company culture toward a more customer centric or customer enlightened one?

Finance 84

Finance B2B Education Sales 84

Totango

JUNE 11, 2021

In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system. The Totango API provides a full customer 360 view and helps improve your team’s efficiency so you can take your customer success to the next level. .

Finance 63

Finance Start-ups Sales Technology 63

Execs In The Know

MAY 22, 2023

The customer experience (CX) industry is a competitive and ever-evolving space, and many organizations struggle to stay ahead of the curve. We can never underestimate the profound impact that our employees’ knowledge, dedication, and, above all, happiness have on an organization’s overall success.

CX 64

CX Technology Technology Construction 64

Zendesk

AUGUST 1, 2022

This is why customer referral programs are so effective. Businesses know word-of-mouth marketing works, so many ask their best customers to serve as brand advocates and refer people in exchange for incentives (like a discount or gift). What is a customer referral program? Benefits of customer referral programs.

Social Media 98

Social Media Start-ups CRM Sales 98

Execs In The Know

NOVEMBER 30, 2021

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. To make a real difference, a CCO must be empowered.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

SurveySensum

OCTOBER 12, 2022

This all-in-one workspace collects, organizes, and manages the data online. Here’re the reasons why customers are looking for Jotform competitors and alternatives. . Failed emails : Customers complained that their clients are unable to receive emails, as they were either rejected or went into the client’s spam folder. .

Start-ups 52

Start-ups Close the Loop NPS Customer Service 52

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

SurveySensum

NOVEMBER 28, 2023

If you did, then this blog is for you and everyone who struggled with What to do with this feedback? And how to respond to the customers? NPS and CSAT are more than just customer satisfaction measuring tools, they serve as instruments to gauge satisfaction, enhance overall customer experience, and foster customer loyalty.

NPS 52

NPS Touchpoint Customer Feedback Start-ups 52

SurveySensum

OCTOBER 9, 2023

QuestionPro is a survey and research software platform used for creating, distributing, and analyzing customer feedback in real-time. There are drawbacks that include non-responsive customer support, limited integrations, analytics, data handling, and a steep learning curve. But every tool has its limitations. Let’s get started.

Text Analytics 52

Text Analytics Start-ups NPS Customer Feedback 52

SurveySensum

OCTOBER 11, 2023

AskNicely is a customer feedback platform that helps businesses gather and analyze customer feedback. It specializes in Net Promoter Score surveys, enabling companies to measure customer loyalty and satisfaction. Here’s one of the customer reviews talking about it on the G2 platform. Why look for AskNicely alternatives?

Sentiment Analysis 52

Sentiment Analysis Text Analytics Net Promoter Score NPS 52

Intercom, Inc.

JANUARY 14, 2021

With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Execs In The Know

FEBRUARY 17, 2023

To avoid being left out of the conversation, most brands have already implemented a social customer care strategy, having realized that their followers care as much about the product and service as they do about the experience. But being present and responsive is no longer enough to meet the demands of the modern social consumer.

Social Media 52

Social Media Artificial Intelligence AI Retail 52

Execs In The Know

DECEMBER 8, 2021

hosted as part of this fall’s Execs In The Know’s Customer Response Summit. During the interactive workshop, customer experience (CX) leaders from over 40 top brands collaborated on how their organizations are reevaluating and redesigning their outsourcing strategies this year and next. WFH Insights.

Contact Center 52

Contact Center Touchpoint Government CX 52

Execs In The Know

DECEMBER 8, 2021

hosted as part of this fall’s Execs In The Know’s Customer Response Summit. During the interactive workshop, customer experience (CX) leaders from over 40 top brands collaborated on how their organizations are reevaluating and redesigning their outsourcing strategies this year and next. WFH Insights.

Contact Center 52

Contact Center Touchpoint Government CX 52

Comm100

JANUARY 5, 2022

Not all live chat platforms are created equal, so to make sure you pick the right vendor, this blog will take a look at: The top 4 factors to consider when choosing a live chat provider The best live chat providers for government websites on the market. Custom routing . Excellent user experience . High security standards .

Government 76

Government CRM Omnichannel Case Management 76

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

ProProfs

JANUARY 6, 2022

It also offers the convenience of customization and scheduling while fostering team-building exercises. After reading this blog post, you’ll learn how to design, structure, and run a successful in-house training program. Customization. In-house training can give a boost to your organization’s team-building efforts.

Start-ups 52

Start-ups Compliance Sales 52

Hodusoft

SEPTEMBER 14, 2023

Especially in the last few years, due to various factors such as cutthroat competition, changing customer behavior, rapidly transforming digital landscape, and more. The expectations of customers have increased dramatically. It’s critical to actively think about the entire customer journey, define it, map it, and document it.”

Start-ups 98

Start-ups Education Invoicing Customer Satisfaction 98